IT Support Lead

At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car, a Woolly Mammoth’s Skeleton, Lady Gaga's Jumpsuit or Usain Bolt’s running shoe, we encounter exceptional objects every day. We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. • Taking ownership and driving impact • Being open to change and feedback • Being passionate about our mission and our customers. About the role As IT Support Lead, you will play a central role in delivering a reliable, secure, and high-quality technology experience for Catawiki employees. You will lead the day-to-day IT support function, ensuring colleagues receive timely and effective assistance while continuously improving our processes, service standards, and employee experience. This is a hands-on leadership role combining technical support, operational ownership, team development, and stakeholder management. You will remain closely connected to day-to-day support while helping the team work consistently and effectively. You will oversee the employee IT lifecycle from onboarding to offboarding, with a focus on frontline service delivery, endpoint support, eSIM services, IT inventory, logistics, workplace technology, and operational improvements. What you’ll do • IT Support Leadership & Employee Experience • Lead the daily IT support operation, ensuring incidents and requests are prioritised, tracked, communicated, and resolved effectively. • Provide hands-on support across hardware, software, identity, access, network, and collaboration tools. • Serve as an escalation point for complex technical issues and employee-impacting incidents. • Establish and maintain high standards for IT support quality, responsiveness, documentation, and customer experience. • Coach, mentor, and support IT colleagues, helping them develop their technical skills and adopt consistent ways of working. • Monitor support trends, service levels, recurring issues, and employee feedback to identify improvement opportunities. • Build and maintain a knowledge base of technical documentation, how-to guides, and FAQs. • Proactively improve the employee IT experience through scalable processes, automation, and user-friendly solutions. • Help ensure a smooth and consistent employee experience throughout onboarding, internal transfers, and offboarding. IT Systems Support & Service Operations • Act as the primary operational contact for employees requiring support with core IT systems and workplace technology. • Support the day-to-day operation of Okta, Google Workspace, Slack, Jira/Confluence, Jamf, and other business applications. • Handle user-facing support, troubleshooting, access requests, onboarding activities, and issue escalation in line with established processes and policies. • Carry out approved operational tasks such as user provisioning, access changes, device enrolment, software deployment, and equipment configuration. • Escalate complex platform issues, recurring problems, and system risks with clear documentation and impact assessment. • Support the testing, rollout, and adoption of system changes, upgrades, and new tools. • Maintain accurate support documentation, operating procedures, and knowledge-base articles. • Gather employee feedback and recurring support insights to help improve system configuration, processes, and usability. • Manage eSIM services, including provisioning, activation, replacement, deactivation, troubleshooting, and lifecycle administration. • Manage relationships with eSIM providers and ensure reli